CHIEF'S COLUMN: Dos and don’ts of using 9-1-1

Normand A. Crepeau Jr., Chief of Police

Tuesday

May 19, 2020 at 4:26 PM

We have been receiving many 9-1-1 hang-up calls due to children playing with the phone, or as a result of persons “accidentally” dialing 9-1-1. I would like to take this opportunity to review exactly how 9-1-1 works as well as the dos and don’ts of using 9-1-1.

QUESTION: What can you tell me about the 9-1-1 system used to make emergency calls to police and fire departments?

ANSWER: When the 9-1-1 number was inaugurated, it was intended as an easy to remember, no-coin method of reaching the correct law enforcement, fire and EMS agency. Massachusetts has an enhanced 9-1-1 (E-9-1-1) system for wire line phones. The E-9-1-1 system automatically displays the address of the caller and the telephone number at that location on a screen at the 9-1-1 communications center. The department that first receives the emergency call is called a primary Public Safety Answering Point (PSAP). When calling 9-1-1 from your home phone, your call will go directly to the appropriate PSAP and they will be able to send an emergency response based on the information they received.

Cell phones are most often used in emergency situations. Wireless 9-1-1 calls may also now go directly to local PSAPs or may be routed to one of three Massachusetts State Police communication centers who will then transfer the caller to the local PSAP center for further assistance. Text to 9-1-1 is also available through cell phones.

The following describes the Dos and Don’ts of 9-1-1:

Dial 9-1-1 only for an emergency. An emergency includes any serious medical problem, any type of fire, or any life-threatening situation including traffic accidents, fights, etc. Citizens should also use 9-1-1 to report crimes in progress, whether or not a life is threatened.

Do not dial 9-1-1 for non-emergency situations. Instead, dial the Grafton Police Department’s non-emergency telephone number (508) 839-5343. A non-emergency situation includes minor crimes that have been committed and the suspect is gone, reporting illegally parked cars, etc. Other non-emergency situations include asking for information on power outages, getting directions, making personal notifications, looking up phone numbers, school closings, requesting parade or other event times and locations, weather reports or road conditions.

If you dialed 9-1-1 in error, do not hang up the telephone. Instead, stay on the line and explain to the dispatcher that you dialed by mistake and that you do not have an emergency. If you hang up, a dispatcher will call back to confirm that there is no emergency. If you don't answer, a police officer must be dispatched to confirm that you are OK. This will needlessly take resources away from genuine emergencies. Give your location and briefly describe the type of incident you are reporting. For example, "I'm reporting an auto accident with injuries" or "I'm reporting an unconscious person," or "I'm reporting a house fire." Then stay on the line with the dispatcher and do not hang up until the dispatcher tells you to. In some cases, the dispatcher will keep you on the line while the emergency units are responding to ask additional questions or to obtain on-going information.

Be patient as the dispatcher asks you questions. While you are answering the dispatcher's questions, he/she is entering or writing down the information. If you are reporting an emergency, most likely a response is being made while you are still on the line with the dispatcher.

Listen to the dispatcher's instructions for assistance if you are in danger yourself. The dispatcher may tell you to leave the building, secure yourself in a room or take other action to protect yourself. Don't hang up until the call-taker tells you to. Follow any instructions the dispatcher gives you, such as meeting the officers at the door, or flagging down the firefighters at the curb. Stay calm, speak clearly and listen carefully to the call takers questions.

If calling from a cell phone, the call will most likely go directly to the local department however, it may also go to a State Police center that will then transfer your call to the correct public safety agency who will send the appropriate emergency response. Know your location. If uncertain about your location, check your GPS map, describe any surroundings, landmarks, highway route number, closest exit, or anything that will help emergency personnel locate you. Be prepared to give specific directions to your location if possible. Also, if you’re driving, it is usually best to pull over when calling 9-1-1, as there is less chance of the cell phone signal being dropped if in a stationary location.

Anyone with questions for the Chief’s Column may submit them by mail to the Grafton Police Department, 28 Providence Road, Grafton, Mass., 01519. You may also email your questions or comments to chief@graftonpolice.com. Please, include an appropriate subject line, as I do not open suspicious email for obvious reasons.